CSR Foundations

  • Core customer service skills and industry basics
Certified Foundation CSR

CSR Foundations

Core customer service skills and industry basics
$FREE until 12/31/25

Level 1 introduces new customer service representatives to the automotive glass industry and their vital role within a shop. This foundational training focuses on customer interaction skills, industry terminology, and the basics of scheduling and work order management. By the end of this level, participants will be able to confidently communicate with customers, use the correct auto glass language, and support technicians by scheduling and preparing jobs efficiently.

  • Instructor:Gary Hart
  • Duration:6–8 Hours Total
  • Language:English
  • Required Level:N/A
  1. Introduction to the Auto Glass Industry
    • Industry overview, roles, shop workflow, CSR’s impact
  2. Customer Service Excellence
    • Industry overview, roles, shop workflow, CSR’s impact
  3. Auto Glass Terminology & Products
    • Common glass types, options, VIN decoding basics, industry language
  4. Scheduling & Work Order Management
    • Appointment setting, dispatch basics, customer prep, service flow
  • Industry knowledge and CSR role clarity
  • Professional communication and empathy skills
  • Understanding of glass products and terms
  • Confidence in handling scheduling and work orders

Outcome: Ability to confidently answer phones, schedule jobs, and use correct terminology when speaking with customers.